Checkout issue irks Woolworths customers: 'Not loving this'

Grocery shopping is, for the most part, a mundane and routine task that we all go through. So it's understandable why so many of us prefer to get in and out of the supermarket as efficiently as possible, no matter the cost.

Increasingly, this means relying on AI-enabled technology like self-serve checkouts designed to speed up the checkout process by taking out the need for human interaction and involvement.

While this sounds great in theory, the reality is that for some of us, this technology can frequently be a source of frustration.



The latest checkout issue to annoy Aussie shoppers came about at an unnamed Woolworths store, where a customer found themselves facing an on-screen message that said, 'Have you left items in your trolley or basket? Please wait for assistance.'

The shopper, who said her trolley was empty aside from an empty Coles shopping bag, went to an online forum to vent her frustrations.

'Not loving this feature. Bloke next to me had the same thing,' they said.


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One shopper’s Woolworths checkout experience took a sour turn when an empty shopping bag stalled their transaction. Image Credit: Reddit


On the same thread, other shoppers shared their experiences with the self-serve checkout issue and how it affected their supermarket habits.

‘I once had a small bag from the pharmacy sitting in my trolley and got the same message when checking out. I’ve stopped using the self-serve checkout. F*** em,’ said one incensed user.

A second said: ‘Hey, I copped it yesterday. Starts beeping and flashing going, "We didn't detect you [scanning] the last item you just bagged", even though I could see it right there at the bottom of the list of the items I was scanning…’



Many said they had become so frustrated by the feature they'd simply stopped using the Woolworths self-serve checkouts and resorted to shopping at other shops like Coles and ALDI instead.

‘Really p****d me off. Will move to the ALDI up the road for the next shop,’ one user said.

A second added, ‘I’m cancelling my Everyday Rewards Extras (even though it has amazing savings rewards) and switching to Coles/ALDI instead.’


Supermarket Customer Rights On Bag Checks.jpg
Source: Seniors Discount Club


Not only that, but some have also expressed their concerns about privacy, arguing that the camera that scans trolleys and baskets can and will store images of personal items, which could be ethically questionable.

‘Their cameras can scan and store images of the contents of our personal bags. Where is our privacy in all of this?’ said one inquisitive commenter.

‘Yep, same happened to me last week, and the “self-checkout supervisor” just leant over and picked up MY (empty) bag and opened it, no asking permission, just a grab of my personal bag!’ added another.

‘I was b****y horrified and won't be going back..they'll want a f***ing strip search next!’



And unsurprisingly, some felt like the way the self-checkout system flags users even when they did nothing wrong leaves a bad taste.

‘Does kind of make you feel very untrustworthy,’ one confessed. ‘I suspect leaving something in the trolley is the least likely way someone would try to scam.’

‘What happened to customer service? Instead, we get treated like crims,’ a response said.

There were also tales from users who claimed to be supermarket workers explaining that thefts do occur inside stores.

One such user said, ‘My friend works at ALDI and says lately, at least once a week, someone with a full trolley will wait by the entrance for someone to come in, and they just rush out through the doorway while it's open.’

Key Takeaways
  • Woolworths' self-serve checkout system has been facing criticism from customers for its AI tech that requires the trolley or basket to be empty before payment.
  • In one shopper’s case, the checkout tech identified an empty bag in the trolley as an unscanned item, which unnecessarily called over a staff member to assist.
  • Some customers raised privacy concerns over the system scanning the contents of customers' bags.
  • A Woolworths spokesperson mentioned that the tech aims to reduce accidental mis-scans and make shopping more convenient, and also combat theft.

Woolworths has yet to comment on the shopper’s experience.

Earlier, a spokesperson mentioned that the tech is aimed at reducing accidental mis-scans and making shopping more convenient, and it also acts to combat theft.

Should self-serve checkouts be scrapped entirely over incidents like this? If not, what improvements could be made? Let us know your thoughts below!
 
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I don't have any issues with it. I scan my items until l hit a $30 spend putting them to the side, scan the rewards card for benefits, then pay. I place the trolley behind me so the camera doesn't see anything but me. Then all is good. Bagged items go back in to my trolley with the receipt. Then I start again. When using my card to make the payment, I hold it in the palm of my hand so that my card details will not be recorded.
Why do you only scan $30 at a time, doesn't make any sense to me???
 
Why do you only scan $30 at a time, doesn't make any sense to me???
I collect my 4 cent a litre discount for fuel :) The more l get, them more l can fill my car up 4 cents a litre cheaper any time l want ;-) They will eventually expire as they have a time limit.
 
This happened to me last week.

We had taken a trolley into woolworths from kmart , so it wasn't even grocery items in the trolley, but it picked up that we had a trolley with items in it.
The annoying thing was the lady was helping 2 other people, and then a third went up to ask for something else.

I told her this is not fair I had to wait when I was using self-serve to get in and out, and then it picked up kmart items in my trolley, then wouldn't let me proceed

I will name and shame the store ...Woolworths Roselands Sydney
I know I'm going to get hounded for this, but, why would you think it's ok to go thru a self serve checkout with a trolley with items in it and not expect to be questioned about not scanning the contents. Logically, you would go thru a staffed checkout. What's the difference between your trolley with items in it and a shopping or carry bag being checked (in particular at this sites favorite store Aldi [they also have self serve] where you are ALWAYS asked to show the contents of all bags.
 
I know I'm going to get hounded for this, but, why would you think it's ok to go thru a self serve checkout with a trolley with items in it and not expect to be questioned about not scanning the contents. Logically, you would go thru a staffed checkout. What's the difference between your trolley with items in it and a shopping or carry bag being checked (in particular at this sites favorite store Aldi [they also have self serve] where you are ALWAYS asked to show the contents of all bags.
Self serve Aldi? Where's that?
 
I collect my 4 cent a litre discount for fuel :) The more l get, them more l can fill my car up 4 cents a litre cheaper any time l want ;-) They will eventually expire as they have a time limit.
You must go thru an awful lot of fuel to need to do that. Much, much cheaper to shop at Aldi and to hell with Woolies rewards.
You can get the same discount any time, with an RAC card, if you have one, at many different petrol stations.
No points to run out, no need to spend $30.
You only save $1 for every 25 litres
of fuel. I save in excess of $8 each shop,.just on my pet food, estimate I save between $20-$30 by shopping at Aldi. You would need to buy ,500 litres of petrol to save that much.
 
You must go thru an awful lot of fuel to need to do that. Much, much cheaper to shop at Aldi and to hell with Woolies rewards.
You can get the same discount any time, with an RAC card, if you have one, at many different petrol stations.
No points to run out, no need to spend $30.
You only save $1 for every 25 litres
of fuel. I save in excess of $8 each shop,.just on my pet food, estimate I save between $20-$30 by shopping at Aldi. You would need to buy ,500 litres of petrol to save that much.
Naaah, don't go through that much fuel but if l save a dollar or two I know l will have a discount voucher as and when l need it.
Didn't you know? Us pensioners are tight when it comes to money LOL :ROFLMAO: :ROFLMAO: :ROFLMAO: :ROFLMAO: :ROFLMAO:
 
Naaah, don't go through that much fuel but if l save a dollar or two I know l will have a discount voucher as and when l need it.
Didn't you know? Us pensioners are tight when it comes to money LOL :ROFLMAO: :ROFLMAO: :ROFLMAO: :ROFLMAO: :ROFLMAO:
Fair enough, but you could be a lot tighter, like me, and give Woolies a miss, they are the dearest supermarket out of the big three.
I gave up on them years ago, except for their 50% off soecials.
When it comes to being a tight arse, I'm the queen, just ask my hubby LOL.
 
Self serve Aldi? Where's that?
Here in Queensland there are a number of Aldi self service registers. Self serve is sneaking in everywhere. Gone are the days of quality service. Some service attendant's see customer's as a nuisance. Reminds me of when McDonald's was a family restaurant, now that's a joke. You even have to order your own meal. Guess we have no one to blame for bad packing or squashed eggs because we packed it if we don't have home delivery. Truly a subject you can babble on about for hours 😆 🤣 😂 😹 😆 🤣 😂 😹
 
I know I'm going to get hounded for this, but, why would you think it's ok to go thru a self serve checkout with a trolley with items in it and not expect to be questioned about not scanning the contents. Logically, you would go thru a staffed checkout. What's the difference between your trolley with items in it and a shopping or carry bag being checked (in particular at this sites favorite store Aldi [they also have self serve] where you are ALWAYS asked to show the contents of all bags.
It was an electric frypan from kmart in a kmart trolley. I would understand if it was a coles or an aldi trolley with grocery items
 
I was asked the same thing as I had empty bags & my handbag in my trolley. Self serve can go stick it even with one item I’ll be going through the checkouts now. Talk about an invasion of privacy.
I have been inspired to subvert automatic checkouts. Bring in some tinned beans from home and then have Woollies and/or Coles run around trying to accuse me of shoplifting................
 
Naaah, don't go through that much fuel but if l save a dollar or two I know l will have a discount voucher as and when l need it.
Didn't you know? Us pensioners are tight when it comes to money LOL :ROFLMAO: :ROFLMAO: :ROFLMAO: :ROFLMAO: :ROFLMAO:
I read too quickly. I thought you said " Us pensioners are tight when it comes to memory LOL".
 
This happened to me last week.

We had taken a trolley into woolworths from kmart , so it wasn't even grocery items in the trolley, but it picked up that we had a trolley with items in it.
The annoying thing was the lady was helping 2 other people, and then a third went up to ask for something else.

I told her this is not fair I had to wait when I was using self-serve to get in and out, and then it picked up kmart items in my trolley, then wouldn't let me proceed

I will name and shame the store ...Woolworths Roselands Sydney
I always used the self check out, not any more. You can not have your personal handbag in the trolley, as it will tell you that you have something in the trolley and not let you proceed. where else can you place your personal bag, as you need two hands to use the personal check out. You are made to feel like a thief.
 
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